Spilling the spiels

Most call it script, others call it dummy dialogue, I used to call it calibrated interaction, but now it’s commonly referred to simply as spiels, what contact center professionals use as either guide for managing calls or workflow to simulate calls and come up with the most productive information exchange, with the aim of providing the best possible call experience, for both ends.

Spiels can be in the form of questions and responses for specific call situations, sometimes printed (like a story script) or part of a training manual, or integrated into the CRM applications and call management software, a lot of times remaining unchanged or standard, tweaked only as the need arises.

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